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Ovum - Ken Landoline

Ken Landoline Principal Analyst, Customer Engagement, Ovum Ken analyzes and tracks contact center hardware/software technologies and associated applications for both premises-based and cloud-based solutions. Areas of coverage include IVR, customer self-service, WFM, WFO, data analytics, gamification and contact center business process outsourcing. Prior to joining Ovum, Ken founded B2C Analytics where he advised businesses in optimizing their business-to-consumer (B2C) interface in order to improve revenues, raise customer satisfaction and increase retention levels. Previously, Ken held the position of Principal Analyst within the Business Technology and Software group at Current Analysis. Prior to his time at Current Analysis, Ken was a principal analyst at Yankee Group.

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